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FAQ
Order
How can I check my order history?
When you place your order, you will receive all the order information in the confirmation email, which will be sent to your registered email address. If you need more order information, you can also find it in your account under "Order History and Details".
Do I need to register in order to be able to order online?
Yes - you can register as a customer or as a guest. Your data will be processed and stored in accordance with the GDPR regulations. If you want to order more than 15 items, please contact us via our contact form.
Where can I find information on sizes and care and washing instructions?
You will always find a measurement chart below the product image. Notes on care are in the product characteristics. If you have any further questions, please contact our customer service.
How do I find my size?
If you are unsure about your size - use our size finder or use our size tables. You will always find them below the product picture.
Do you have gift coupons?
Of course we offer coupon codes for certain promotions. To stay informed about our promotions, sign up here for our newsletter (link). You will be given the opportunity to enter and redeem your coupon code at the end of your order.
I want to cancel/change an order, what do I have to do?
If you need to cancel or make changes please contact our customer service immediately after ordering and we will do our best to help you.
Did you get my order?
If you don't receive a message about your order within 2 working days, please contact our customer service.
Delivery
How long does the delivery take?
If you place your order with us and pay by PayPal or credit card, the package will be delivered to our shipping partner UPS within 24 hours. This means that your package will be delivered within 1-4 working days within Germany, up to 5 working days within all the other countries we deliver to.
What are the shipping costs?
Shipping within Germany is free of charge. Shipping to Austria, France, the Netherlands and Belgium costs 5.00 EUR.
From 30 EUR / GBP, shipping is free of charge within Austria, France, the Netherlands and Belgium.
Which countries do you deliver to?
We ship to the following countries: Germany, Austria, France, Belgium and the Netherlands. Shipping to other countries is possible, but will incur shipping costs.
Do you deliver to packing stations?
Unfortunately, delivery to packing stations is not possible. Since we ship exclusively with UPS, shipping to UPS Access Points is possible.
Can I pick up my parcel myself?
If you live near Düsseldorf, you can pick up your order yourself. Please contact customer service for further information.
Which parcel service do you use?
All deliveries are made exclusively by UPS.
Where's my package?
If you haven’t received your parcel within the agreed delivery time, please first check the tracking to ensure it hasn’t been left at a delivery point.
My package was delivered to the wrong destination. What can I do?
Please contact customer service for help.
What do I do if my package is damaged and one or more items are missing?
In this case we would ask you to contact customer service so that we can find a solution together.
Payment
How can I pay?
You must pay with order, by credit card or PayPal.
Which credit cards are accepted?
We accept VISA and MasterCard.
What do I do if there is an error in my payment?
Was your payment incorrect? No problem, just contact our customer service and we will help you work out why.
Returns, Refunds and Complaints
Do I have a right of return/right of revocation?
Of course you can return unworn items to us within 30 days. Please fill out the return form DOWNLOAD and simply send the articles back to us by post. Further information can be found here: https://www.wearecasual.com/en/content/8-returns.
I have returned an item, when will I get my money back?
Once we have received your return, it may take up to 14 days for us to refund your purchase money.
What do I do if the goods delivered are defective?
In this case please contact our customer service who will send you a free return label.
If I return something how will my money be refunded?
The amount will be refunded using the same payment method you used to make the purchase.
Are there any items that cannot be returned?
No, but we ask you to pay special attention to ordering the correct size for our print, placket and reflective collections because every shirt is individually tailored for you.